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SherWeb Customer Service Contacts

1888 567 6610 (United States)
+44 203 371 9962 (United Kingdom)
95 South Jacques-Cartier Blvd, Suite 400
Sherbrooke, Quebec
Canada - J1J2Z3

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Complaints & Reviews

SherWeb — email and hosted exchange

Long story short is that this is the sort of bargain basement of exchange hosting. They are often unable to technically resolve their own issues and tend to push them off on others. They have a number of rather rude technicians and senior management just ignores attempts to reach them for resolution. It would not surprise me if the good reviews out here are fake and designed to keep their averages up. If you need a solid exchange company who is responsive to your needs as a customer I would look elsewhere. Also, their interfaces are a nightmare. It takes a lot of clicks to get to even look at your quarantined mail and the cumulus system is a counterintuitive mess. All of this is my opinion.

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    SherWeb — horrible service

    I used to hear great things about them, apparently the acquisition has had a big negative toll. Tried moving two clients to them... What a mess. New "cumulus" interface is at best problematic, high staff turn-over (and most of the senior guys are gone), a non-existent escalation path (they just keep sending you back to the same engineer - who has no idea what he's doing), and finally long delays to fix anything.

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      • SherWeb Jul 02, 2014
        This comment was posted by
        a verified customer
        Verified customer

        Hi Bill,

        We’re very sorry to hear that you did not enjoy your experience with SherWeb. As a partner-centric provider, we strive to offer the highest level of service to our 4000 valued partners worldwide. We routinely receive comments confirming our partner’s satisfaction and we are entirely receptive to feedback that highlights ways in which we can improve our services. Though we understand that you did not like your experience with us, in our opinion many of the assumptions and statements in your reviews need to be clarified.

        Our recent acquisition of another hosted exchange provider was successful and effortless thanks to our dedicated team of technicians who have gained experience from multiple past acquisitions. There were no significant after-effects on our partners. Resulting impacts, if any at all, would have been felt only by users migrating to SherWeb from the acquired hosted platform and not by existing SherWeb users that are on completely separate environments.

        Regarding staff movement and seniority. Our turn-over rate is much lower than the industry average, and our proven ability to attract and retain senior staff is supported by the monthly addition of seasoned IT experts to our team. For further information on this point please contact SherWeb directly; our Human Resources department will gladly provide specifics.

        In addition to 24/7 VIP partner support by phone, chat or email, SherWeb has developed a vast library of support and training resources for its partners including videos, webinars, on-demand one-on-one trainings, setup guides, knowledgebases and more. These value added services are offered free of charge as part of our continued effort to help partners grow their business, meet customer needs and streamline operations while significantly reducing resources and costs. With these services our partners become familiarized with our portal (Cumulus), migration tools/procedures, and ensure that their customer migration and on-boarding experience with SherWeb is carried out flawlessly.

        Let me confirm that SherWeb does provide an escalation mechanism. As is the case with any customer support effort, it might not be perfect in every situation. Although we receive positive feedback on a daily basis, we understand that at times we might not meet all partner’s expectations. We are committed to learning from these experiences and to improving what is already one of the best support service in the industry. For that reason, we truly appreciate feedback that helps us improve our processes and ensure the highest level of customer satisfaction.

        Best regards,

        Mathieu Leblanc
        Director, Strategic Partner at SherWeb

        Reply
        0 Votes

      The complaint has been investigated and
      resolved to the customer's satisfaction
      Resolved       SherWeb — be wary of sherweb

      This will be the third negative review I’m posting recently about my experiences with a hosted Exchange...

      Read full review and 3 responses →

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